Client Service Manager

2 weeks ago

Montréal, Canada ClinicalMind, LLC Full time

**Join one of the largest Clinical Learning and Development companies in Life Sciences and**
**experience the rapid growth and continuous innovation we bring to our customers daily.**

**Job Summary**

The **Client Services Manager (CSM)** is the direct contact for their assigned customers and is
responsible for their overall success. The CSM works closely with the Sales Directors and
Management Team to maintain and enhance client satisfaction on projects, to further support and
develop the sales relationship. The role is responsible for maintaining and developing client
relationships and delivering projects on the budget in collaboration with the team.

**Responsibilities**

**Client Management**
- Entrenches themselves as the key point of contact for all client initiatives
- Drives incremental activity and business through a deep understanding of the client’s
- business and learning objectives
- Understands and position ICA capabilities and services to align them with the client’s needs
- Provides onsite support for the Director of Sales and liaises with the ICA team to ensure
- timely reporting of ongoing projects and business opportunities
- Attends scheduled project team meetings, updates, review sessions, and ad-hoc face-to-face sessions to facilitate the project management process and solidify relationships with key client contacts and stakeholders, including other agencies
- Provides ongoing communication with the client project team to establish a clear and shared understanding of the requirements for business opportunities with the customer, gathers and shares project materials with the project/proposal team
- Responds to clients’ requests for information and project status updates

**Project Development**
- Works with the internal team on RFPs, Statements of Work, Contracts or Proposals and facilitates the development of a project plan in accordance with the client’s needs and the project specifications
- Ensures internal quality reviews on all deliverables, and validates that the product being developed is meeting the project specifications
- Reviews budget and billing schedules throughout the project life cycle

**Qualifications**
- Bachelor’s degree in a related discipline
- Minimum 5 years of experience in account management with expertise in managing budgets
- and account management in pharmaceutical training
- Demonstrated excellence in working with clients and internal teams to build and drive
- accounts
- Ability to manage multiple projects
- Competencies required to succeed in this role: client-oriented, thrive on challenges, strong time
- management, organized, negotiation skills, creativity, detail-oriented, good team player, good
- communication and leadership skills, problem-solving abilities
- Computer skills: Outlook, Word, Excel, PowerPoint, MS-Project
- Languages: English (written and spoken)
- The ability to travel to the client sites and meetings, along with occasional travel to Montreal
- Driver’s license and Passport

**Assets**
- Experience in pharmaceutical, healthcare, and training sectors
Knowledge of Instruction Design and eLearning standards and best practices
Facilitation skills
- **Rejoignez l’une des plus grandes sociétés d’apprentissage et de développement cliniques en sciences de la vie et faites l’expérience de la croissance rapide et de l’innovation continue que nous apportons quotidiennement à nos clients.**

**Résumé de l’emploi**

Le **gestionnaire des services à la clientèle (CSM)** est le contact direct pour les clients qui leur sont assignés et est responsable de leur succès global. Le MSC travaille en étroite collaboration avec les directeurs des ventes et l’équipe de gestion pour maintenir et améliorer la satisfaction de la clientèle à l’égard des projets, afin de soutenir et de développer davantage la relation de vente. Le rôle est responsable du maintien et du développement des relations avec la clientèle et de la réalisation de projets dans les respects du budget en collaboration avec l’équipe.

**Responsabilités**

**Gestion de la clientèle**
- S’enracine comme le principal point de contact pour toutes les initiatives des clients
- Stimule l’activité et les affaires incrémentielles grâce à une compréhension approfondie de la
- les objectifs d’affaires et d’apprentissage
- Comprend et positionne les capacités et les services de l’ICA pour les aligner sur les besoins du client
- Fournit un soutien sur place au directeur des ventes et assure la liaison avec l’équipe de l’ICA pour s’assurer que
- la production de rapports en temps opportun sur les projets en cours et les occasions d’affaires;
- Assister aux réunions prévues de l’équipe de projet, aux mises à jour, aux séances d’examen et aux séances ponctuelles en personne afin de faciliter le processus de gestion de projet et de solidifier les relations avec les principales personnes-ressources des clients et les inte

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